Customer Care Manager

2 weeks ago

Box Hill, Australia YMCA Victoria Full time

Work within a supportive team environment in Customer Care
- Hybrid role working from home with 1-2 days from our Box Hill State office
- Full time; $103,000 - 112,000 incl super

**About the Y**
At the Y, we believe in the power of inspired young people. A community not-for-profit organisation with 17 million participations annually across Australia. 5,000 staff and volunteers serve at more than 150 locations every day. We partner with government and private capital to deliver programs and services that include community recreation, adventure and stadium sports, camping, learn to swim, children's programs, early learning, youth services, and social enterprises.

**About the opportunity**
Reporting to the Executive Manager of Customer Care, the Customer Care Manager will confidently lead the accounts and customer care team, delivering high quality account management and customer service to key stakeholders. As the Customer Care Manager you will:

- Ensure the customer care and account management services meet operational and customer needs across the Recreation and Early Learning business units;
- Be responsible for the overall management and performance of the team; driving incremental service improvements and supporting process change;
- Provide mentoring to Staff members to ensure best performance is achieved, with a culture of learning, succession planning and staff engagement;
- Develop, lead and execute the business plan and budget for the teams, including the establishment of KPl's for excellence and growth.

This is a permanent full time role with a salary package of $103,000 - $112,000.

You'll work from home and our Box Hill offices 1-2 days a week.

**About you**
To be successful in this role, you will be an efficient, well-organised individual with a high standard of communication and attention to detail. In addition, you will:

- Show strong commitment to staff development and training;
- Be highly skilled in financial and operational reporting, including budget adherence and understanding financial reports;
- Have experience and passion in leading and developing large staff teams.

**Pre-Requisite Qualifications & Experience**
- Bachelor level qualification in business or similar, or equivalent experience
- 5 years’ experience in a remote style leadership/management position - desirable
- Sport and Recreation or Child Services experience - desirable
- Operations Management experience
- desirable

In keeping with current Victorian health directions it is a requirement that staff attending our facilities are fully vaccinated. Please be aware that you will be required to provide evidence of your vaccination status as part of the recruitment process.

**Benefits**
At the YMCA, we value our people. Working for us means you’ll enjoy great work/life balance and a range of benefits which improve your wellbeing and help you develop as an individual, such as:

- Flexible working arrangements
- Opportunities for career development and growth
- Free access to gyms, recreation, and aquatics centres across the state
- Free access to the Virtual Y - online health and wellness

**How to Apply

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